TF-IDF Decision Matrix to Measure Customers’ Satisfaction of Ride Hailing Mobile Application Services: Multi-Criteria Decision-Making Approach
Dublin Core
Title
TF-IDF Decision Matrix to Measure Customers’ Satisfaction of Ride Hailing Mobile Application Services: Multi-Criteria Decision-Making Approach
Subject
customer reviews
information and communication technology skills
multiple-criteria decision-making
phone service
term frequency-inverse document frequency
VIKOR
Description
In recent years, the use of ride hailing mobile application services is increasing exponentially. Customers’ expectation of these phone services varies and change dynamically as the needs of each individual also vary. Customer reviews about mobile application are honest, voluntary opinions; and these could become essential input for mobile application providers to measure satisfaction. However, managing a large number of reviews into actionable plans could be challenging. This study combines the Term Frequency-Inverse Document Frequency (TF-IDF) and Multiple-Criteria Decision-Making (MCDM)-VIKOR approach to process 600 reviews into a meaningful insight to enhance ride hailing mobile application services. The four-phase method analysis concluded that application ease of use and affordability are the most important aspects that most contribute to customers’ satisfaction in ride hailing mobile application services.
Creator
Dina, Nasa Zata
Triwastuti, Ria
Silfiani, Mega
Source
International Journal of Interactive Mobile Technologies (iJIM); Vol. 15 No. 17 (2021); pp. 104-118
1865-7923
Publisher
International Association of Online Engineering (IAOE), Vienna, Austria
Date
2021-09-06
Rights
Copyright (c) 2021 Nasa Zata Dina, Ria Triwastuti, Mega Silfiani
Relation
Format
application/pdf
Language
eng
Type
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Identifier
Citation
Nasa Dina Zata, Ria Triwastuti and Mega Silfiani, TF-IDF Decision Matrix to Measure Customers’ Satisfaction of Ride Hailing Mobile Application Services: Multi-Criteria Decision-Making Approach, International Association of Online Engineering (IAOE), Vienna, Austria, 2021, accessed November 7, 2024, https://igi.indrastra.com/items/show/2011